New Patient Coordinator

National Spine & Pain Centers•Glen Burnie, MD

6d•Onsite

About The Position

The New Patient Coordinator serves as front-line support for a large, multi-site pain management practice. The role schedules patient appointments, provides customer service, obtains patient demographic and insurance information, and documents and routes patient messages to the appropriate provider office. Working under the direction and guidance of the Communication Center Supervisor, the coordinator helps ensure quality services meet the needs of patients, providers, and the organization. The position involves handling calls and communications, managing appointment changes, recording accurate patient information, communicating pre-appointment instructions, and forwarding prescription requests. It also requires adherence to organizational policies and procedures, healthcare compliance requirements, and privacy and safety rules. The role is based in a fast-paced professional office with generally elevated noise levels. It involves regular use of standard office equipment and occasional or regular use of clinical equipment. Regular patient interaction may involve exposure to blood-borne pathogens or other infections; infection-control procedures are followed. Company-wide travel flexibility is necessary. Physical activities include extended periods of sitting, standing, bending, walking, seeing, talking, and listening, as well as occasional reaching, stooping, kneeling, crouching, and moving items up to 25 pounds.

Requirements

High school diploma or GED equivalent.
At least one year of related experience and/or training as a call center representative; healthcare experience is preferred.
Competence in written and oral communication.
Ability to use PC-based office productivity tools such as Microsoft Outlook and Excel, and general computer skills for an office environment.
Strong attention to detail and accuracy.
Ability to manage multiple priorities effectively.
Phone skills to triage incoming calls and obtain clear, concise, and accurate information.
Ability to process new information with minimum supervision.
Ability to maintain complete confidentiality of information.
Ability and flexibility to travel company-wide.
Ability to operate a motor vehicle with a valid driver's license, as needed.

Nice To Haves

Call center representative experience in a healthcare environment.

Responsibilities

Answer all telephone calls routed through the Communications Center and ensure they are returned or properly closed.
Check messages, including voicemails and emails, in a timely manner and complete assigned system tasks, such as replying to email inquiries, distributing electronic faxes, and sending information to referring providers.
Schedule, reschedule, and cancel patient appointments according to established guidelines.
Obtain and accurately record patient demographics, insurance information, and other pertinent details in new and current patient charts.
Obtain and accurately communicate pre-appointment instructions to new and current patients.
Forward prescription requests, including requests received through the patient portal, to the responsible provider in a timely manner.
Follow Communication Center policies and procedures while performing assigned duties.
Comply with and uphold applicable federal and state regulations, the organization's Code of Conduct, associate or employee handbook, compliance policies and procedures, and healthcare fraud, waste, and abuse laws.
Understand, comply with, and enforce organizational policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
Complete annual compliance training, adhere to the compliance program, and report issues.
Perform other duties as assigned.